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Frequently Asked Questions
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Find answers to the most common questions about shopping
at LuxAurelia. Can’t find what you’re looking for?
Contact our support team.
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📦 ORDERS & SHIPPING
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Q: How do I place an order?
A: Browse our products, add items to cart, proceed to checkout,
enter shipping details, and complete payment. You’ll receive
an order confirmation email immediately.
Q: How long does shipping take?
A: • Domestic (Pakistan): 3-7 business days
• International: 10-15 business days
• Express shipping available at checkout
Q: Do you offer free shipping?
A: Yes! Free standard shipping on orders over 4000 PKR within Pakistan.
Q: Can I track my order?
A: Yes. You’ll receive a tracking number via email once your order
ships. Track it through our Track Order page.
Q: What if my order is delayed?
A: Contact us at support@luxaurelia.com with your order number.
We’ll investigate and provide updates.
Q: Do you ship internationally?
A: Yes, we ship to most countries worldwide. Shipping costs and
delivery times vary by destination.
Q: What are the shipping charges?
A: Calculated at checkout based on:
• Destination
• Package weight
• Shipping method selected
Q: Can I change my shipping address after ordering?
A: Contact us immediately. We can update if order hasn’t shipped yet.
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💳 PAYMENT & PRICING
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Q: What payment methods do you accept?
A: • Credit/Debit Cards (Visa, Mastercard, American Express)
• PayPal
• Bank Transfer
• Cash on Delivery (select areas only)
Q: Is my payment information secure?
A: Yes. We use SSL encryption and industry-standard security
measures. We never store your credit card details.
Q: Can I pay in installments?
A: Currently, we accept full payment only. Installment options
coming soon.
Q: What currency are prices in?
A: All prices are displayed in Pakistani Rupees (PKR).
International customers see approximate conversions.
Q: Do prices include taxes?
A: Yes, all applicable taxes are included in the displayed price.
Q: Can I get a price match?
A: We don’t offer price matching, but we guarantee competitive
luxury pricing.
Q: Are there any hidden charges?
A: No hidden fees. Final price at checkout includes all charges
except international customs fees (buyer’s responsibility).
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🔄 RETURNS & EXCHANGES
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Q: What is your return policy?
A: 30-day returns on unworn items with original tags and packaging.
Q: How do I return an item?
A: 1. Email returns@luxaurelia.com within 30 days
2. Receive return authorization
3. Ship item with provided label
4. Get refund within 5-10 business days
Q: What items cannot be returned?
A: • Opened perfumes/cosmetics (hygiene reasons)
• Final sale items
• Gift cards
• Custom/personalized items
Q: Who pays for return shipping?
A: Customer pays return shipping unless item is defective or
we made an error.
Q: How long do refunds take?
A: 5-10 business days after we receive and inspect the return.
Q: Can I exchange an item?
A: Yes! Exchanges for different size/color available within 30 days,
subject to availability.
Q: What if I receive a damaged item?
A: Contact us immediately with photos. We’ll arrange free return
shipping and send replacement or full refund.
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✨ PRODUCTS & AUTHENTICITY
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Q: Are all products 100% authentic?
A: Yes. We guarantee 100% authentic luxury products sourced
directly from authorized distributors.
Q: How can I verify authenticity?
A: All products come with:
• Original packaging
• Authentication cards (where applicable)
• Serial numbers
• Certificates of authenticity
Q: Do you sell used or refurbished items?
A: No. All products are brand new unless explicitly stated.
Q: How do I choose the right size?
A: Check our Size Guide on each product page or contact us
for personalized assistance.
Q: Can I see products in person?
A: We’re an online-only store currently. High-quality images
and detailed descriptions available for all products.
Q: Do you offer gift wrapping?
A: Yes! Select gift wrapping option at checkout for a small fee.
Q: How do I care for my products?
A: Care instructions included with each item. Contact us for
specific product care advice.
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👤 ACCOUNT & PROFILE
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Q: Do I need an account to shop?
A: No, you can checkout as guest. However, an account allows
order tracking, faster checkout, and wishlist features.
Q: How do I create an account?
A: Click “Sign Up” at top of page, enter email and create password.
Q: I forgot my password. What do I do?
A: Click “Forgot Password” on login page. Reset link sent to email.
Q: How do I change my account information?
A: Log in > My Account > Edit Profile
Q: Can I save multiple shipping addresses?
A: Yes. Add multiple addresses in your account for faster checkout.
Q: How do I unsubscribe from emails?
A: Click “Unsubscribe” link at bottom of any email, or update
preferences in your account settings.
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💰 AFFILIATE PROGRAM
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Q: What is the LuxAurelia Affiliate Program?
A: Earn commission by promoting our luxury products. Get up to
15% on sales from your referrals.
Q: How do I join?
A: Visit our Affiliate Program page and click “Join Now.”
Approval usually within 24-48 hours.
Q: What commission do I earn?
A: • Fashion: 15%
• Fragrances: 15%
• Accessories: 10%
Q: When do I get paid?
A: Monthly, 30 days after month end, minimum $50 balance.
Q: How long do cookies last?
A: 30 days from initial click on your affiliate link.
Q: Can I use my own affiliate link to purchase?
A: No, self-referrals are not allowed and will result in
account termination.
Q: What marketing materials are provided?
A: • Product images
• Banner ads
• Email templates
• Social media graphics
• Promotional copy
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🎁 PROMOTIONS & DISCOUNTS
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Q: How do I use a discount code?
A: Enter code at checkout in “Promo Code” field and click “Apply.”
Q: Can I use multiple discount codes?
A: No, only one discount code per order.
Q: Do discount codes expire?
A: Yes, check expiration date in promotional email or on website.
Q: Can I get a discount on my first order?
A: Yes! Subscribe to our newsletter for 10% off your first purchase.
Q: Do you have sales?
A: Yes, seasonal sales and special promotions. Follow us on
social media for announcements.
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🌍 INTERNATIONAL ORDERS
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Q: Do you ship to my country?
A: We ship to most countries. Check availability at checkout.
Q: Will I have to pay customs fees?
A: International orders may incur customs fees/duties. These are
buyer’s responsibility and not included in our shipping cost.
Q: What about international returns?
A: Same 30-day policy applies. Customer pays return shipping.
Q: Can I shop in my local currency?
A: Prices shown in PKR. Your bank converts to local currency.
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📞 CUSTOMER SUPPORT
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Q: How can I contact customer service?
A: • Email: support@luxaurelia.com
• Phone: +92 3457313249
• Contact Form: luxaurelia.com/contact-us
• Live Chat: Available on website during business hours
Q: What are your business hours?
A: Monday-Friday: 9 AM – 6 PM PKT
Saturday: 10 AM – 4 PM PKT
Sunday: Closed
Q: How quickly will I get a response?
A: We aim to respond within 24-48 hours.
Q: Can I visit a physical store?
A: We’re currently online-only. No physical store locations.
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🔒 PRIVACY & SECURITY
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Q: How is my personal information used?
A: Only for order processing, customer service, and marketing
(with consent). See our Privacy Policy for full details.
Q: Do you share my information with third parties?
A: No, we never sell your data. Shared only with service providers
necessary for order fulfillment (payment processors, shipping).
Q: Is my data secure?
A: Yes. We use SSL encryption and industry-standard security measures.
Q: How do I delete my account?
A: Contact support@luxaurelia.com to request account deletion.
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Still have questions?
We’re here to help! Contact our support team:
📧 Email: support@luxaurelia.com
📱 Phone: +92 3457313249
💬 Live Chat: Available on website
Or visit our Contact Us page for more ways to reach us.
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